Table 2. Key categories and respective sub-codes for what makes up a good consultation experience from the perspective of patients from a low socioeconomic background

Categories	Codes
The doctor’s demeanour and how the patient was made to feel during the consultation drove their engagement	Doctor’s demeanour or patient’s feelings Doctor is easy to talk to Patient feels comfortable Patient feels safe Patient feels listened to by doctor Doctor is caring in attitude Doctor is patient Friendly and personable attitude by doctor
An established and collaborative therapeutic relationship was of high importance to patients	Therapeutic relationship Attentiveness by doctor to details and needs of patient Can laugh together Consistency by doctor across consultations Long therapeutic relationship Trust
	Patient-centred management Doctor advocates for patient Checks on patient outside of working hours Follows up on previous management decisions Patient involved in management decisions Creation of realistic management plans
A doctor’s therapeutic skillset was integral to patient confidence and comfort	Therapeutic skillset Communicative with specialists Positive health outcome from management decision Offers referral Doctor engages with difficult topics Positive perception of doctor’s competency Positive perception of doctor’s thoroughness
Patients appreciated verbal and non-verbal communication techniques	Verbal techniques Clear and understandable explanations Thorough explanations Patient feels comfortable asking questions Doctor willing to repeat information as needed
	Non-verbal techniques Use of computer Showcasing they are listening Showcasing they have time Using visual aids in consultation